1Gale, B.T.. Managing Customer Value[ M]. New York, NY: The Free Press, 1994:8 -11.
2Dick, A. S. and Basu, K.. Customer Loyalty: Toward and Integrated Conceptual Framework.. [J] Journal of Academy of Marketing Science, 1994, 22:99-113.
3Cremler,D. D. and Brown. S. W. Service loyalty: its nature, importance, and implications, in Edvardsson, B. et al. (Eds) , Advancing Service Quality: A Global Perspective, International Service Quality Association,1996, pp. 171 - 180.
4Reiehheld, Frederick F.. The Loyalty Effect: The Hidden Force Behind Growth, Profits, and Lasting Value. [ M] Boston: Harvard Business School Press, 1996.
5Schlesinger, L. and Heskett, J.. Breaking the Cycle of Failure in Service[J]. Sloan Management Review, Spring 1991,32:17 -28.
6Zeitham], V. A. , Berry, L. L. and Parasuraman, A.. The Behavioral Consequences d Service Quality [J]. Journal of Marketing,Spring 1996, (49) : 33 -46.
7Heskett, J. L. , Sasser, W. E. Jr and Sch]esinger, L. A.. The Service Profit Chain[ M] , The Free Press. New York, NY, 1997.